Failure to Honor Resident Dignity and Respect During Care
Penalty
Summary
Staff failed to treat two residents with dignity and respect during care, as evidenced by direct resident interviews and staff statements. One resident, who was non-ambulatory and required significant assistance with toileting and transfers, reported that a CNA responded to her call light without greeting her, abruptly assisted her to the bathroom, and forcefully placed her CPAP mask on her face without explanation. This resident expressed feeling scared due to the staff member's stern demeanor, noting that most other staff explained their actions before providing care. Another resident with intact cognition described some staff as better than others but refrained from providing specific details out of concern for staff repercussions. She mentioned a night shift staff member who was perceived as cold and difficult to communicate with due to a language barrier. Additional staff interviews confirmed that residents had complained about the same CNA's lack of patience and friendliness, with one nurse recalling a resident expressing fear of using the call light because of the CNA's attitude.